1. IMPORTANT NOTES
1.1 Travel Insurance
We will do everything possible to ensure a safe and enjoyable trip. However, all travel involves some degree of risk and we strongly recommend that you take out appropriate travel insurance for your adventure. Your insurance protection should include cover for cancellation, medical and repatriation expenses, personal injury and accident, death and loss of personal baggage and money and personal liability. Evidence of such insurances should be produced to Victoria Voyages on request. Insurance cover offered by credit card companies or reciprocal medical cover agreements are often not comprehensive.
1.2 Itinerary Exclusions
Please note that, unless otherwise specifically stated in your itinerary, airfares, departure taxes, gratuities, personal expenses and some meals are excluded from the tour price. We would be happy to provide you with a quote for any additional services you might require.
2. BOOKING TERMS & CONDITIONS
Please read the following terms and conditions carefully. You must not make any booking unless you understand and agree with the following terms and conditions. References to “us”, “we”, “our” and/or “Victoria Voyages” in these booking terms and conditions shall mean Victoria Voyages. A contract will exist between you and us when we issue a service voucher in response to your request for a booking.
2.1 Booking your tour
Bookings must be secured by a deposit of a minimum of 30% of the total booking value. This deposit is non-refundable unless we cancel your tour. Full payment must be made at least 30 days prior to your departure date.
All prices are in United States Dollars ($) unless otherwise indicated. Please note that prices quoted are subject to change. Price changes may occur by reason of matters outside our control which increase the cost of the services which we arrange on your behalf. Such factors include adverse currency fluctuations, fuel costs, taxes and accommodation increases. The price is only guaranteed once paid for in full by you. No refunds will be made in respect of accommodation, meals, activities, transport or other services which are included in the tour price but, for whatever reason, are not utilized by you.
2.3 Cancellations by you
Cancellation of a booking by you must be made in writing. We will not regard a booking as cancelled unless and until written notice is received by us. On cancellation the following charges will apply:
Days before departure % of trip forfeited
2.4 Cancellation or modification by us
Every effort will be made to operate all tours as advertised but it must be remembered that our tours are planned in advance and due to factors outside our control it may be necessary to use alternative accommodation and services in some instances. We therefore reserve the right to modify or cancel any tour, accommodation or arrangement at any time. We will notify you as soon as possible of any material changes. In the event of any material modification or cancellation we will, if possible, arrange on your behalf three alternatives:
A material modification is one which has a serious effect on your tour and includes a change of departure date, departure point or airport, or change of departure time of more than twelve hours, which would cause substantial inconvenience to you. A change of accommodation or transport style is not a material change. In the event that there are an insufficient number of bookings to provide a particular tour, we may cancel the tour no later than 30 days prior to the scheduled departure date, whereupon all money paid by you for your Victoria Voyages tour shall be refunded but no further compensation will be paid. You and Victoria Voyages agree to release each other from any further obligations which would have been enforceable had the tour not been cancelled.
2.5 Special requests
You must let us know at the time of making your booking if you have special requests or needs (such as ground floor accommodation, disability access or specific dietary requirements). We will try to meet any request you have, however, we cannot guarantee that we will be able to accommodate every person’s needs and we make no promises and take no responsibility for special requests which we are unable to fulfil. If we reasonably feel we are unable to satisfactorily accommodate your particular needs, we reserve the right to decline the booking or ask for you to be accompanied by a person who is able to provide full assistance to you throughout your tour.
You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel and ensure that you carry all necessary vaccination documentation. In some cases, failure to present required vaccination documentation (e.g. proof of Yellow Fever vaccination) may deny you entry into a country. We recommend that you consult with your local doctor, travel medical service or specialist vaccination clinic before commencing your tour.
2.7 Travel documents & conduct
All travellers must check their travel documentation to ensure that the dates are correct, visas have been obtained and passports have at least six months' validity. Please ensure you carefully read your invoice and all other documents we send to you as soon as you receive them and contact us immediately if any information appears to be incorrect. If you do not arrive on the agreed date for your tour we may treat the tour as having been cancelled by you.
You must follow our instructions at all times and you agree to indemnify us against any loss or injury suffered as a result of failing to comply with our instructions. You must conduct yourself in a proper manner so as to not to cause disturbance or offence to other travellers and you agree to take responsibility for any damage you cause to our or any third party’s property. We will not be responsible to you for any loss or damage sustained by you arising from or in relation to your contravention of any law of any place while on the tour. You indemnify us for all third party actions taken against us for loss or damage caused by you or arising from your participation on the tour.
If you’re not satisfied with any aspect of the services we have arranged on your behalf, you should report it to your tour guide so that immediate action can be taken to remedy the problem.
Any feedback made to Victoria Voyages following the conclusion of the tour should be made in writing within 14 days of completion of the tour. In the event that you do not notify us in writing within 14 days, our ability to investigate negative feedback may be prejudiced.
We occasionally take photos during our tours for use in promotional material. Unless you advise us otherwise, you consent to such use of your photographic/video likeness.
2.10 Our role as agent
Certain third party-provided services (including third party-provided flights and coach), hotel accommodation, meals, and certain sightseeing activities are arranged by us in our capacity as agent only. Our obligation is to make bookings on your behalf for such services and to arrange relevant contracts between you and such service providers. We exercise care in the selection of reputable service providers but we have no control over, or liability for, the services provided by third parties.
All bookings are made subject to the terms and conditions including conditions of carriage and limitations of liability imposed by these service providers. We can provide you with copies of the relevant service provider terms and conditions on request. Your legal rights in relation to such services are against the specific service provider and, except to the extent a problem is caused by fault on our part, not against us. You acknowledge that this clause shall apply to all third party-provided services notwithstanding that our tour guide may accompany you during provision of such services.
2.11 Monies not held on trust
All monies paid by you to us will be our property and will be a debt due and payable to the travel service provider once the services to which the money relates have been provided. You agree and acknowledge that such monies will not be held by us on trust for and on behalf of you and we may hold such monies in any account as we see fit, including with our own and/or other customer monies.
Your booking is accepted on the understanding that you appreciate and assume the risks inherent in travel. These risks may be greater if your tour includes adventure activities or sports (such as kayaking, hiking, climbing, rafting, cycling and quad or motor biking). To the extent permitted by law, neither Victoria Voyages nor any of its related bodies corporate, directors, shareholders, employees or agents accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by:
• the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no control (including but not limited to hotel, activity and vehicle operators); or
• any other event which is beyond our control, including acts of God or force majeure, illness, disease, acts of war, civil unrest, insurrection or revolt, animals, strikes or other labour activities, criminal or terrorist activities of any kind, overbooking or downgrading of services, food poisoning, mechanical or other failure of aircraft, cars or other means of transportation or for failure of any transportation mechanism to arrive or depart on time.
Except in cases of death or bodily injury, our liability is limited in any event to a maximum value of the price of your tour. Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such as under applicable consumer laws, our liability is limited to the remedies required of us under those laws.
Subject to these terms and conditions (including ‘Our role as agent’), our liability to you for death or bodily injury, where such death or bodily injury is not caused by or contributed to by you, is limited in accordance with any applicable international conventions, including the Geneva Convention 1973 in respect of carriage by road and the Athens Convention 1974 in respect of carriage by sea.
We encourage you to review the privacy policies of any third party service provider whose services we arrange on your behalf. When used above, “disclose” includes ‘to transfer, share, send, or otherwise make available or accessible to another person or entity’.
2.14 Governing law & jurisdiction
If any dispute arises between you and us, the laws of Vietnam will apply. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Vietnam, and waive any right that you may have to object to an action being brought in those courts. Any aspect of this agreement which is invalid in any jurisdiction is invalid in that jurisdiction to that extent, without invalidating or affecting the remaining provisions of this agreement or the validity of that provision in any other jurisdiction.
3. PERSONAL DATA PROTECTION
We would also like to store and use your personal data for future marketing purposes (for example, sending you our marketing material) unless you have told us that you do not wish us to do so. All personal data you give us (including sensitive personal data) will be kept but we will use only names and contact details for marketing purposes. If you do not wish to receive any marketing material or communications from us, please e-mail [email protected] We do not sell personal data to any third party. We occasionally take photos during our tours for use in promotional material. Unless you advise us otherwise, you consent to such use of your photographic/video likeness.
We may also use third parties who will collect non personally identifiable data (such as the IP address of a user’s computer) to analyse site visits and carry out other similar activities. In the course of doing so, they may place their own cookies on your computer so that they can collect information about your visit. You may if you wish disable or delete such cookies through your internet browser.
However, doing so may mean you will be unable to access our website or parts of it, your experience of our website may be adversely affected and/or you may not receive information which is relevant to your personal interests. We take appropriate technical and organisational measures which are intended to prevent unauthorised or unlawful processing of personal data and accidental loss or destruction of, or damage to, personal data.
You are generally entitled to ask us (by letter or e-mail) what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. We will charge a fee to respond to such a request. We promise to respond to your request within 40 days of receiving your written request and fee. In certain limited circumstances we are entitled to refuse your request.
If you believe that any of your personal data which we are processing is inaccurate or incorrect please contact us immediately.
Victoria Voyages - Sales & Reservation
Level 11, 70-72 Ba Trieu street, Hoan Kiem District, Hanoi, Vietnam
Tel: +84 243 926 3148 - ext. 315
Fax: +84 243 926 3148
Email: [email protected]
* Operated by Ivivu.com Joint Stock Company, Hanoi Branch